Followed theproper 5-point holdprocedureAssistedin thegroupchatScheduleda callbackRecapped the callprior toending/transferringEnthusedtone fromstart tofinishTailored theempathystatement tothe reasonfor callingTroubleshootedthe issuebeforetransferringBrandedthe callLeftdetailednotesOwned theresolutionwith positivephrasingDeliveredanexceptionalexperienceDidn'tover talkthecustomerAnswered thecall within 10seconds (micdown vs up)Ready to takethe callReassuredthe customerwith 3 powerwordsSent anACE toa peerProvidedclearinstructionsDispositionedthe callproperlyCelebratedwins with thecustomer(reassurance)AskedprobingquestionsRemainedconversationalBuild rapportaround thesmart deviceConfirmed thereason forcalling outsideof thecompassionstatementAssured thecustomerthat we canassistAsked "if there'sanything else toassist with" priorto transfer/callendingUsedtoolsWarmTransferMentionedtheoutboundscriptAcknowledgethe customerby their nameSharedbestpracticeswith a peerFollowed theproper 5-point holdprocedureAssistedin thegroupchatScheduleda callbackRecapped the callprior toending/transferringEnthusedtone fromstart tofinishTailored theempathystatement tothe reasonfor callingTroubleshootedthe issuebeforetransferringBrandedthe callLeftdetailednotesOwned theresolutionwith positivephrasingDeliveredanexceptionalexperienceDidn'tover talkthecustomerAnswered thecall within 10seconds (micdown vs up)Ready to takethe callReassuredthe customerwith 3 powerwordsSent anACE toa peerProvidedclearinstructionsDispositionedthe callproperlyCelebratedwins with thecustomer(reassurance)AskedprobingquestionsRemainedconversationalBuild rapportaround thesmart deviceConfirmed thereason forcalling outsideof thecompassionstatementAssured thecustomerthat we canassistAsked "if there'sanything else toassist with" priorto transfer/callendingUsedtoolsWarmTransferMentionedtheoutboundscriptAcknowledgethe customerby their nameSharedbestpracticeswith a peer

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
N
2
I
3
B
4
N
5
G
6
B
7
I
8
B
9
O
10
O
11
O
12
N
13
G
14
B
15
G
16
O
17
I
18
B
19
G
20
I
21
O
22
G
23
I
24
O
25
G
26
I
27
B
28
N
29
N
  1. N-Followed the proper 5-point hold procedure
  2. I-Assisted in the group chat
  3. B-Scheduled a callback
  4. N-Recapped the call prior to ending/transferring
  5. G-Enthused tone from start to finish
  6. B-Tailored the empathy statement to the reason for calling
  7. I-Troubleshooted the issue before transferring
  8. B-Branded the call
  9. O-Left detailed notes
  10. O-Owned the resolution with positive phrasing
  11. O-Delivered an exceptional experience
  12. N-Didn't over talk the customer
  13. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  14. B-Reassured the customer with 3 power words
  15. G-Sent an ACE to a peer
  16. O-Provided clear instructions
  17. I-Dispositioned the call properly
  18. B-Celebrated wins with the customer (reassurance)
  19. G-Asked probing questions
  20. I-Remained conversational
  21. O-Build rapport around the smart device
  22. G-Confirmed the reason for calling outside of the compassion statement
  23. I-Assured the customer that we can assist
  24. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  25. G-Used tools
  26. I-Warm Transfer
  27. B-Mentioned the outbound script
  28. N-Acknowledge the customer by their name
  29. N-Shared best practices with a peer